Enterprise Services Support Specialist

Your role:

As part of the Enterprise Services Team the Enterprise Support Specialists work with clients in support of Global Relays services. The Enterprise Support Specialists provide leading industry support guidance account management and best practices for our Enterprise Clients. This team is available 24x7 to work with clients globally.

The primary function of the Enterprise Support Specialist is to troubleshoot services and use creative problem solving to resolve client issues of our most strategic and demanding accounts and to ensure the success of the client. Working collaboratively as part of the Enterprise Services Team the Support Specialists will assist in the mentoring of internal resources and championing Supports requirements throughout the development cycle of Product releases.

Your responsibilities:

• Responsible for the support of the Global Relay product suite including third party services.
• Provide world class service and support of Global Relays platforms and resolve all Enterprise and Tiered client enquiries with urgency.
• Build strong relationships with Clients Partners and other Global Relay Teams.
• Ensure client deadlines are met in an efficient and professional manner. Provides regular updates if there are roadblocks to achieving set deadlines.
• Support for clients with an unlimited number of users and highest complexity.
• Validate data and message flow meets compliance requirements.
• Ensure errors or omissions in Support documentation or wiki articles are addressed.
• Perform peer reviews to ensure quality and accuracy.
• Manage high profile client relationships independently while providing guidance to internal business stakeholders.
• Establish connectivity to and appropriate archiving from mixed multi clustered email server environment
• Setup archiving for services requiring Global Relay software deployed in client environments.
• Configure SAML authentication and SingleSign On integration as well as Directory Sync Services for enterprise clients.
• Manage multitenant setups with a variety of technical and nontechnical contacts.
• Attend Sprint demos to champion client and support interests to Product Management team.
• Review standard release and emergency fix deployment plans and communicate any perceived risks.
• Ensure product updates are cascaded into the teams knowledge base and to client facing documentation.
• Work with Global Relay Development and Escalations teams to resolve client issues and collaborate internally to effectively support the organization.
• Ensure proper Jira creation for Escalation and various GR Team.
• Troubleshooting with clients and Global Relay teams to effectively resolve reported issues and requests.
• Sales Force Dashboard Monitoring reporting and escalation. Take ownership of cases and work to resolution with urgency.
• Assist other Support members and Global Relay departments with client escalations.

About you:

• Postsecondary education (minimum of an undergraduate degree is preferred).
• 5 years technical enterprise systems administration experience.
• Minimum 2 years SaaS implementations experience which must include experience in a client facing role.
• Adaptability to work with multiple teams on projects with varying degrees of flexibility/rigidity at different points in the development cycle.
• Ability to understand technical as well as business requirements and accurately capture technical notes.
• Demonstrates a history of being able to work effectively with groups at different levels of technical and process experience.
• Strong written verbal and interpersonal communication skills with outstanding telephone and email etiquette.
• Proficiency with Microsoft Office Suite (Excel Word PowerPoint Project and Visio)
• Strong analytical and problemsolving skills with significant attention to the smallest details.
• Strong understanding of domains networking principles message flow email protocols and DNS.
• Advanced knowledge of networking fundamentals (AD ADFS TCP/IP DNS DHCP VPN LDAP SSO).
• Microsoft Exchange Office365 Google G Suite and/or Domino Server experience particularly around journaling are required.
• Proficiency with MS Windows Server / workstations and command line interface.
• Cisco IronPort experience particularly around disclaimer engines and egress filtering is an asset.
• Ability to create and run Excel Macros create and run scripts to automate tasks SQL knowledge and the ability to create and run SQL scripts preferred.
• Basic scripting (PowerShell Perl VBScript etc. MCSE MCITP CCNA PMP and other industry certifications are desirable.
• Familiarity with Salesforce and Confluence WIKI including the use of troubleticket and support information systems is required.

Working conditions:

• Enterprise Support Coverage is needed 24x7 leveraging a follow the sun model. Specialists are required to work professional workdays meaning weekend and offhours availability for scheduled activities urgent client requests and ad hoc escalations are required. Flexibility will be provided if weekend and offhours coverage is required.